Вакансии

ManpowerGroup ManpowerGroup
  • Москва Москва Москва
  • Полный рабочий день

Head of customer support

2020-11-20 11:33:00

20 ноября 2020, 11:33

Responsibilities:

  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management

Requirements:

  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
  • Strong coaching and leadership skills, ability to motivate employees
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • High school diploma or equivalent
  • Skills in making forecasts and analytical reports
  • Skills in working with large amounts of data, SQL queries
  • Good English skills

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